Not just places to live,
but places to love.

We welcome your feedback

It helps us to know what we’re doing right and what we can improve. We aim to make it quick and easy for you to have your say about what matters to you, so we can deliver the best possible service and you can get on with enjoying your home. We monitor our performance and listen to your feedback to make sure we’re always improving what we do and delivering an outstanding service.

New homeowner survey

We value your feedback. That’s why we’re working with In-house Research to carry out telephone surveys about 6 weeks after you move in. Your experiences help us improve, so please look out for the call, your feedback is important to us.

lady on the phone

How we're doing

96%

How likely are you to recommend Flagship Homes to someone looking for a similar home?

88%

How well did Flagship Homes make you feel special and valued on your completion day?

88%

How well did your sales advisor keep you informed between reservation and moving in?

Homeowner virtual panel

Through our Customer Influence Framework we're committed to listening, strengthening relationships and placing the customer voice at the centre of everything we do. Within this, the Homeowner Virtual Panel is made up of shared owners and leaseholders, this panel meet on a quarterly basis to voice opinions and give feedback on the services they receive. The Homeowners Virtual Panel also holds strategic influence, with customer representation on the Customer Influence Panel and strong links to the Bromford Flagship Board.

Read the framework

Homeowner panel icon

Complaints process

At Flagship Homes, we strive to deliver the best possible experience, but we know that sometimes things don’t go quite as planned. If something hasn’t met your expectations, we want to hear from you. Below, you’ll find details of our complaints process for both our shared ownership and outright sale tenures, and how we’ll work with you to put things right.

Complaints - outright sale

We are committed to a positive complaint handling culture, making it simple and easy for you to get your concerns resolved. Our policy below sets out our commitment to you.

If you would like to make a complaint please use the form at the bottom of this page.

Complaints process

Complaints - shared ownership

If you own a shared ownership home we have a dedicated page to help you understand more about our complaints process and how to raise a complaint with us. This page explains your options, what to expect at each stage, and how we’ll support you throughout. We encourage you to visit this page first for clear guidance and helpful resources before getting in touch with our team.

More about complaints